Refund policy

At Retro Gamer Bros, we want you to be completely happy with your purchase. If you experience an issue with your order or simply change your mind, please review our returns policy below.

This policy applies to purchases made through Retro Gamer Bros. Your statutory rights under UK consumer law are not affected.

1. Change of Mind Returns

If you are purchasing as a consumer, you have the right to cancel your order under the Consumer Contracts Regulations 2013.

You have 14 calendar days from the day you receive your order to notify us that you wish to cancel. After notifying us, you have a further 14 days to return the item.

To request a return, please contact us:

Email: orders@retrogamerbros.co.uk
Telephone: 01772 971 431

Return Conditions

To qualify for a refund:

  • Items must be returned in their original condition.
  • Items must be complete, unused and in a resaleable condition.
  • Original packaging and seals must remain intact where applicable.
  • Items should only be handled as necessary to inspect them, in the same way you would in a retail store.

If an item has been used, damaged, altered, or is returned in a condition that reduces its value, we reserve the right to make a reasonable deduction from the refund to reflect the loss in value.

Unless the item is faulty, damaged, or incorrectly supplied, you are responsible for the cost of returning the item.

We strongly recommend using a tracked and insured delivery service, as you are responsible for the item until it has been received by us.

Refunds will be processed within 14 days of receiving the returned goods, or receiving evidence that the goods have been returned, in accordance with your statutory rights.

2. Faulty, Damaged or Incorrect Items

If your order arrives damaged, develops a fault, or you receive an item that is not what you ordered, please contact us as soon as possible.

Please include:

  • Your order number
  • A description of the issue
  • Photographs of the item and packaging where applicable

Once we have reviewed the issue, we will offer an appropriate resolution, which may include:

  • A replacement (subject to availability)
  • A repair where applicable
  • A full refund

Where an item is confirmed as faulty, damaged, or incorrectly supplied, we will cover reasonable return postage costs.

3. Trading Card Games & Sealed Collectibles

Due to the collectible nature of trading card products, special conditions apply.

Sealed collectible products, including but not limited to:

  • Booster boxes
  • Collector booster boxes
  • Bundles
  • Gift bundles
  • Special edition products
  • Trading card packs

must remain factory sealed and unopened to be eligible for a return due to a change of mind.

Once the original factory seal has been broken, we are unable to accept returns unless the product is faulty.

This does not affect your statutory rights if a product is faulty, damaged, or not as described.

4. Non-Returnable Items

Unless faulty or incorrectly supplied, we cannot accept returns for:

  • Items sold as "Sold As Seen", "Untested", "Non-Working", or "For Parts"
  • Customised or personalised products
  • Digital products or downloadable content
  • Opened sealed software, games, DVDs, Blu-rays or similar media
  • Opened sealed collectible products
  • Items that have been used beyond reasonable inspection

5. Pre-Order Cancellations

We understand that circumstances can change, and we will always do our best to assist with pre-order cancellation requests.

Pre-orders can be cancelled before dispatch by contacting:

Email: orders@retrogamerbros.co.uk

When a pre-order is placed, stock is reserved specifically for that customer. We may also incur costs associated with processing the order, payment handling, administration, and securing allocated stock from our suppliers.

For cancellations requested before dispatch, where the cancellation does not fall under your statutory consumer cancellation rights, we reserve the right to deduct reasonable costs already incurred in processing and managing the order before issuing a refund.

Any deduction will be based on actual costs incurred and will be clearly explained before the refund is processed.

If we are unable to fulfil a pre-order due to circumstances within our control, a full refund will be issued.

Release dates are provided by manufacturers and distributors and may change. We are not responsible for delays caused by manufacturers, distributors, or circumstances outside of our control.

6. Return Authorisation

Please do not send any items back without contacting us first. This allows us to confirm your return request, provide the correct instructions, and ensure your return is processed as quickly as possible.

Retro Gamer Bros
Email: orders@retrogamerbros.co.uk
Telephone: 01772 971 431

Return Address

Retro Gamer Bros
49 Church Street
Preston
PR1 3DH
United Kingdom